Introduction and tour

This publication summarises a longer online report and guide that aims to provide housing associations and their residents with a 'thinking kit' to help them plan how to introduce the Internet and other new technologies to their work and homes. It concentrates on use of the Net in three main areas, which can be seen as levels of provision:

1. Delivery of services online: reporting repairs, negotiating exchanges, general assistance.

2. Support for resident-related activities online: integrating with resident participation programmes.

3. Enabling residents to use the Net to pursue their learning, work or personal interests.

At present a few housing associations are offering level 1, and very few any more than that. This report investigates why that might be, and whether it is realistic to expect associations to do much more on their own.

Who the guide is for

We hope that the report and guide will be useful to:

• housing association staff and board members trying to understand where the Net may be relevant and planning developments

• residents who want to press their landlords for services or support in this field, or develop their own projects

• policy makers and funders trying to promote and support use of the Net in social housing.

The story

Most housing associations haven't reached the first of the three 'levels' of online presence. But just saying 'try harder' won't work. There may be few benefits in going it alone and partnerships will probably be necessary to achieve more. More here >

Why bother with the Internet?

Interviews, workshops and a review of other research revealed many barriers to progress, and showed that most are human and organisational rather than technical. We also identified the benefits. More here >

Future trends

Some insights into the way people are likely to be using technology in five to ten years, including the emergence of 'smart homes', 'media rich homes' and 'dumb homes'. More here >

Key ideas

A summary of some of the key ideas that inform the research and guide. More here >

What's likely to work where?

We developed a model for thinking about where technology is most likely to be adopted based on two dimensions: how responsive a landlord is to residents' interests, and how weak or strong are community ties. More here >

The main Internet benefits and tools

Using the Internet for information, communication, collaboration and other benefits, and the tools to achieve that. More here >

A framework for project and system planning

A long checklist of what to think about when in the development of your initiative. More here >

Project ideas

A long list of possible projects for local initiatives, ranging from cables and equipment to websites, email newsletters, online forums and centres providing access and training. More here >

A workshop game

Project cards and planning sheets that enable housing associations and residents to 'play through' plans for their systems, and back up checklists. More here >

Our brief and approach

Our project brief, developed with the Joseph Rowntree Foundation, was to 'explore how social landlords can best use information and communication technologies (ICTs) to deliver services to residents, and to ensure that residents can benefit from the opportunities of the online world'. We reviewed other research, established an online forum of practitioners, developed and ran workshop 'games', and worked directly with several projects. We ran a telephone conference with residents and Quest Trust. As we report later, we found that relatively few housing associations are engaged in significant ICT projects. Nor were associations - or residents - that we met particularly keen to start developing substantial projects. This could be seen as a problem - or an opportunity to think through the complex issues involved. All too often ICT projects are funding-led and technology-driven, so a chance to reflect on 'why do it - what are the benefits' is welcome. For that reason our emphasis is on a thinking kit rather than a toolkit.

In addition, during the project we heard that the Housing Corporation was planning toolkit development as a second stage of its Remote Control research, led by Martyn Pearl. We hope that our work will contribute to that kit, where there will be more scope for testing and development.

Acknowledgements

The main research and writing was carried out by David Wilcox. Drew Mackie designed our game and ran workshops; David Greenop provided the futures section; David Brake undertook additional research. Our US colleague Terry Grunwald provided insights and advice on the general applications of community technology, and original work on the framework section. Martyn Pearl was generous in contributing material from his Remote Control research for the Housing Corporation. All provided insights and helped develop our conclusions. We benefited substantially from an advisory group and wider online forum of practitioners.

Particular thanks to Peter Marcus and Judi Watkinson of the Joseph Rowntree Foundation and Joseph Rowntree Housing Trust for their support throughout, and for helping to maintain a balance between the techno enthusiasts and techno sceptics.

On to What's the story? >